Case Study: Dunea improves user experience and streamlines operations with Itineris UMAX

Improving customer service and operational efficiency at Dunea

Dunea, the Dutch drinking water utility serving around 1.4 million customers in South Holland, needed to modernize its operations by upgrading its UMAX platform from a legacy on-premise environment. Working with Itineris, the company aimed to improve user satisfaction, increase data quality, streamline processes, and enhance customer engagement while reducing custom development and preparing for future AI capabilities.

Itineris implemented an upgrade of UMAX on Microsoft Dynamics 365, expanding it across customer service, asset management, field service mobile, finance and projects, and supply chain management, with a centralized data platform supporting the business. The result was a system running up to 70% of Dunea’s business processes, delivered on time and within budget, and a survey two months after go-live showed user experience had improved across the board, in some areas significantly.

Dunea

Rebecca van Es

Program Manager